The Customer Support & Credit Associate will manage an assigned customer portfolio by ensuring that Fresh Life Operators (FLOs) receive high-quality service. This includes coordinating toilet (FLT) repairs, ensuring timely fee collections, and resolving customer issues. The role holder will also be responsible for ensuring that FLOs submit proper documentation and maintain sanitation and hygiene standards.
Duties and Responsibilities
Customer Onboarding
Onboard quality customers through thorough vetting processes.
Clearly set customer expectations regarding their role and the organization's role before full onboarding.
Conduct customer training on mission and vision, sanitation standards, payment processes, and issue escalation.
Credit and Debt Collection Management
Execute strategies (visits, calls, etc.) to ensure the assigned customer portfolio pays invoices on time.
Engage and plan with customers in arrears to document and implement payment plans.
Scrutinize customer balances for correctness and escalate discrepancies to supervisors.
Maintain accurate field operational status in the system to ensure correct invoicing.
Deploy problem-solving techniques to address payment-related issues.
Issue and Case Management
Manage the escalation of customer complaints and ensure they are resolved within the specified timeframe.
Collaborate with relevant team members and departments for timely resolution.
Use '5 Whys' and other techniques to establish preventive measures for recurring issues like maintenance or collection delays.
Customer Data and Documentation
Capture and maintain accurate customer details in the ERP system (Odoo).
Verify post-launch documentation, including franchise agreements and government approvals.
Ensure field data matches the CRM records at all times.
Standards and Hygiene
Train and coach customers on maintaining hygiene standards and monitor adherence.
Conduct refresher training for all customers and users.
Execute corrective measures for poor sanitation cases and provide feedback based on hygiene surveys.
Customer Retention
Engage with customers of closed units to resolve issues and facilitate reopening.
Proactively address issues that might lead to facility closures.
Qualifications and Requirements
Degree or Diploma in Business Management, Accounting, or Finance.
Minimum of 2 years of relevant experience, particularly working in informal settlements and handling debt collection.
Proficiency in using an ERP system (like Odoo) or Microsoft Excel.
Strong communication, problem-solving, and computer literacy skills.
Physically fit and comfortable with field-based work in challenging environments.
Interested and qualified candidates should apply online via the Fresh Life portal on MyJobMag: https://www.myjobmag.co.ke/apply-now/1158649. Ensure your application is submitted by the deadline of February 26, 2026.
